We reserved a room at the Hotel Carter in New York City through Expedia.ca on Nov. 6th, 2005.
Upon our arrival at noon on Nov. 11th, we were assigned Room 1932 which we found unmade, dirty, lacking curtains, and having an unpleasant odor. We were then given the key to Room 822 which we found occupied, so finally we got Room 821 which also needed cleaning, but we were assured it would be done soon. After several reminders, we finally requested sheets and towels, and we proceeded to make our own beds.
The room was not in good shape – the bathroom door did not close, the window fell into the room when we opened it, the two stands were missing drawers, there was no radio or lamp, no amenities of any kind (soap, tissues, etc.). We realize this was a basic hotel, but there is no excuse for it not to be at least clean. From Friday to Sunday, no one cleaned or provided any service to our room despite promises. In addition, the staff was less than helpful, to the point of being rude.
Saturday night I requested an adjustment to the bill to reflect this reduced service, and was told Expedia.ca would receive the money, not the hotel, so any adjustment would have to be made through them. The staff refused to give me a copy of the bill. Returning home, I discovered that a holding company, not Expedia, had received the money. After much time and effort, I finally got a 20% discount - not much considering the (lack of) service!

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